Customer Support Specialist, Manila (AU Support) at Eucalyptus

Eucalyptus

Manila, Manila, Philippines·3h ago

Mid LevelFull-timeGit

Salary Range

$51,000 - $69,000 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

Eucalyptus is seeking a Customer Support Specialist to join their mission of providing outstanding support to patients through multiple channels. This role involves resolving patient issues, collaborating with healthcare professionals, and improving service operations.

Key Responsibilities

→Patient-Centric Problem Solving: Take ownership of patient issues and ensure they are resolved swiftly and effectively.
→Collaborative Partnerships: Work closely with doctors, pharmacies, and delivery partners to coordinate and deliver the best possible outcomes for patients.
→Exceeding Service Targets: Consistently meet and exceed key performance metrics, including Customer Satisfaction (CSAT), tickets solved, Average Handling Time (AHT), and other service-related goals.
→Process Improvement & Innovation: Identify opportunities to enhance services through optimized processes and automation.
→Trend Identification & Escalation: Monitor and escalate recurring issues or patterns in patient tickets to colleagues and team leaders.

Requirements

✓2+ years of experience in Telehealth or healthcare support, customer service, tech support, or other problem-solving roles.
✓Strong problem-solving skills and the ability to drive outcomes for patients and customers.
✓Strong attention to detail.
✓Strong English written and verbal communication skills, with the ability to use a range of tones of voice to interact with customers.
✓Strong computer skills or experience with customer service software, with prior experience with Mac and Google Suite being a must.
✓Ability to anticipate next steps and take proactive action.
✓Interest in healthcare and wellness, or experience in the healthcare space or allied services.